The tree itself is undeniably beautiful, but the customer service experience has been nothing short of appalling. For a brand that prides itself on quality, the way I was treated when my tree was no longer under warranty was unacceptable. I wasn't even asking for a free replacement—just basic information on how or where to purchase replacement parts for a tree that you still carry in your catalog. I spoke with two customer service agents and remained polite throughout the conversations. Despite this, they made it abundantly clear that they were eager to end the call as quickly as possible. When I asked for simple specifications about the lights—such as strand length or spacing between bulbs—to avoid the painstaking process of removing the lights from the tree, I was met with the dismissive response: "I don't have that information, but you do right in front of you on your tree." This dismissive attitude and lack of support are not what I expected from a company like Balsam Hill. I hope this feedback prompts a serious evaluation of how you handle customer inquiries, especially for loyal customers who invest in your products.